Citation
Teare, R. (2006), "Book news", International Journal of Contemporary Hospitality Management, Vol. 18 No. 4. https://doi.org/10.1108/ijchm.2006.04118dae.001
Publisher
:Emerald Group Publishing Limited
Copyright © 2006, Emerald Group Publishing Limited
Book news
Book news
How to Become a World-class Individual: 33 Strategies for SuccessBen HenryCustomer Service Academy of Jamaica Ltd2005140 pp.ISBN: 976-610-700-9
Quality Customer Care for the CaribbeanBen HenryCustomer Service Academy of Jamaica Ltd2003193 pp.ISBN: 976-610-566-9
Dr Ben Henry is one of the most inspiring speakers and writers on customer service issues in the Caribbean. His career also spans work as an educator, trainer, consultant and professional development specialist. He is well known in Jamaica for his work as chief learning consultant to Sandals and Beaches Resorts and as consulting president of Sandals Corporate University.
How to Become a World-class Individual is an engaging “how to” pocket book that sets out 33 steps or strategies on how to become a high self-esteem individual. It is an amusing, thought-provoking and enjoyable “what to do” and “how to do it” guide that draws on a career spent in facilitating the development of people in the service sector.
Quality Customer Care for the Caribbean contains 11 chapters that deal with the principles and practicalities of customer care. The chapter titles are:
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“The principles of quality customer care”;
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“Knowing the customer”;
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“Attitudes and habits and their effects on service”;
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“Dealing with difficult customers”;
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“Enhancing customer value”;
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“Mastering the art of listening”;
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“Projecting a professional image”;
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“Projecting professionalism on the phone”;
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“Teamwork”;
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“Building customer loyalty;” and
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“Best practices in customer service”.
The book is designed for college students and for managers, supervisors and line employees in any organisation where employees interface with customers – either face to face or by telephone. As noted by Dr Ernest Boger in his foreword:
This is note a book to be read once and shelved. It is an essential guide for service providers to use on a regular basis.
To obtain these books, contact: Dr Ben Henry, Managing Director, Customer Service Academy of Jamaica Limited, Suite #5, 4 Altamont Terrace, Kingston 5, Jamaica.
Richard Teare